WhatsApp Calling
Talk to customers on WhatsApp without leaving the chat
Customers tap the call button in WhatsApp and any available agent answers in the browser, with the whole conversation on screen. Your team can call customers back too, record calls and find every call later in one list.
Screenshot
PageInbox > a WhatsApp conversation during a call
ShowsAn open WhatsApp conversation with the chat history, and the in-call bar showing the timer, Mute, Record and Hang up.
File: screenshots/whatsapp-calling-hero.png
Answer in the browser
An incoming call card appears anywhere in Resool with the customer's name and number. Answer or decline in one click.
Call customers back
Call customers who have allowed it. Resool sends the WhatsApp permission request for you.
Record and replay
Record every call automatically, or let agents start and pause recording, then play it back from the call log.
Nothing slips through
Missed, unanswered and answered calls are listed in the Calls tab and in the conversation itself.
Incoming calls
Every call reaches someone who can help
Turn on calling for your WhatsApp number and customers see a call icon in WhatsApp. When they call, a ringing card appears for available agents wherever they are in Resool. When several customers call at once, the Incoming Calls panel lets each agent pick up the calls meant for them.
- Answer or decline from any page in Resool
- Incoming Calls panel with All, Assigned to me and Unassigned tabs
- Mute, record and hang up from the in-call controls
Screenshot
PageAny page in Resool while a customer is calling
ShowsThe Incoming call card in the corner with the contact's avatar, name and number, the red Decline and green Answer buttons, and a second ringing call shown as "+1 more".
File: screenshots/whatsapp-calling-incoming.png
Outgoing calls
Call back with the customer's permission
WhatsApp lets businesses call customers who have agreed to it. Click the call button in the conversation header: if the customer allows calls, you're connected; if not, Resool sends them a WhatsApp message with Allow and Don't Allow buttons. Missed a call? With auto permission requests on, the customer can let you call them back.
- One-click Request permission from the conversation
- See whether calls are allowed, and until when
- Automatic call-back permission after a missed call
Screenshot
PageInbox > a WhatsApp conversation > Call button in the header
ShowsThe call popover with "WhatsApp Call via" and the channel name, the customer's number, the Call button and the line "Calls allowed until" a date.
File: screenshots/whatsapp-calling-outgoing.png
Call log and recordings
Every call on record, next to the conversation
The Inbox's Calls tab lists every WhatsApp call with the contact, the direction, the time and how it ended, from missed calls to answered calls with their length. Filter by outcome or channel, search by name or number and play recordings in place. Each call also appears in the conversation, so the next agent sees the full story.
- Filter by Missed, No answer, Ongoing or Ended
- Manual or automatic call recording per number
- Play recordings from the call log or the conversation
Screenshot
PageInbox > Calls tab
ShowsThe Calls list with an answered incoming call with duration and a play button, a missed call and an outgoing call with no answer, plus the Show and Sort menu.
File: screenshots/whatsapp-calling-calls-tab.png
Follow up automatically
Turn every call into a next step
Use the Call Ended workflow trigger to act the moment a call finishes, for example to send a follow-up message or tag the contact. Calls become part of the same automated journey as your chats.
- Call Ended trigger in workflows
- Send a follow-up message after the call
- Tag or update the contact automatically
Screenshot
PageWorkflows > a workflow with the Call Ended trigger
ShowsA workflow that starts with the Call Ended trigger, followed by a Send a message step and an Add tag step.
File: screenshots/whatsapp-calling-workflow.png
Start taking WhatsApp calls today
- 1
Connect WhatsApp
Link your WhatsApp Business number to Resool with the official sign-in.
- 2
Turn on calling
In the channel's WhatsApp Calls tab, enable calls and choose your recording option.
- 3
Answer and call
Allow the microphone in your browser and start answering and placing calls.
Learn more in the Help Center
Frequently asked questions
Do my agents need a phone to take WhatsApp calls?
Can we call any customer on WhatsApp?
Can calls be recorded?
Are WhatsApp calls available in every country?
Are video calls supported?
Add a voice to your WhatsApp support
Start your free trial, connect your WhatsApp number and take your first call from the browser.